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How to Handle Partial Refunds: https://help.patronmanager.com/a/1028533
While PatronManager is not specifically set up to refund a portion of a ticket, you can achieve the same result by exchanging the ticket and applying a Discount Code during the exchange.
In this article, we'll show you how to do do an exchange to handle a partial refund for:
These processed are very similar to processing an exchange!
I need to partially refund tickets for a General Admission event!
Whoops! We charged one of our patrons for three full price tickets, but two of them should have had a student discount added.
1. Click Exchange
2. Select the ticket(s) you need to partially refund, then click Exchange Selected
3. Select the Ticketable Event
4. Select the Event Instance
5. If possible, select the same Ticket Allocation as the original tickets
Since the current tickets are taking up inventory, you may not be able to select the same Ticket Allocation. If that's the case, you'll need to take a few extra steps later.
6. If possible, add the tickets you need at the same Price Level
7. Click Next
Here, our paths diverge depending on whether or not you were able to select the same Ticket Allocation or not
1. Select the tickets to discount and click Manage Discounts
2. Select a Discount Code or add an Ad-hoc discount
- Select Discount Code: Select from the list of applicable Discount Codes for these tickets
- Ad-hoc: If no Discount Code exists for the amount you want to refund, you can opt to create an Ad-hoc discount to lower the price of the ticket(s)
3. Click Apply Changes
4. Click Next
If your organization has a Default Exchange Fee set, you may need to clear out the Exchange fee field too!
5. Finish the exchange!
- Select Refund Method: Select how you'll refund the patron
- If Credit Card was the original payment method, you'll be able to select Credit Card to refund the amount
- If you have STS Gift Cards set up, you'll be able to refund the amount to a new or existing gift card
- If you select Cash or Check, you'll have the option to Create Reminder Task to remind yourself or someone else to send the patron their money back
- Send Email Confirmation: Keep this checked to send the patron their new tickets
- Submit Exchange
1. Select the tickets and click Force Equal Exchange
2. Click Next
If your organization has a Default Exchange Fee set, you may need to clear out the Exchange fee field too!
3. Uncheck Send Email Confirmation and Submit Exchange
4. Click Exchange again
5. Select the tickets you just exchanged into another Ticket Allocation or Price Level and click Exchange Selected
6. Select the Ticketable Event
7. Select the Event Instance
8. Select the Ticket Allocation of the original tickets
In other words, select the Price Level that the patron should actually have.
9. Add tickets at the Price Level of the original tickets
In other words, select the Ticket Allocation that the patron should actually have.
10. Click Next
11. Select the tickets to discount and click Manage Discounts
12. Select a Discount Code or add an Ad-hoc discount
- Select Discount Code: Select from the list of applicable Discount Codes for these tickets
- Ad-hoc: If no Discount Code exists for the amount you want to refund, you can opt to create an Ad-hoc discount to lower the price of the ticket(s)
13. Click Apply Changes
14. Click Next
If your organization has a Default Exchange Fee set, you may need to clear out the Exchange fee field too!
15. Finish the exchange!
- Select Refund Method: Select how you'll refund the patron
- If Credit Card was the original payment method, you'll be able to select Credit Card to refund the amount
- If you have STS Gift Cards set up, you'll be able to refund the amount to a new or existing gift card
- If you select Cash or Check, you'll have the option to Create Reminder Task to remind yourself or someone else to send the patron their money back
- Send Email Confirmation: Keep this checked to send the patron their new tickets
- Submit Exchange
I need to partially refund tickets for a Reserved Seating event!
Whoops! We charged one of our patrons for two, full-price, adult tickets, but the tickets should have been at a discounted price.
1. Click Exchange
2. Select the ticket(s) you need to partially refund, then click Exchange Selected
3. Select the Ticketable Event
4. Select the Event Instance
5. If possible, select seats of the same price and Price Level as the original tickets, then click Next
Since the current seats are taken by the original items, we'll need to select different seats!
If it's not possible to select seats at the same price or Price Level as the original tickets, we'll force an equal exchange in the next step.
6. If seats at the same price were not available, click Force Equal Exchange
If your organization has a Default Exchange Fee set, you may need to clear out the Exchange fee field too!
7. Click Next
8. Uncheck Send Email Confirmation and click Submit Exchange
9. Click Exchange
10. Select the ticket(s) you moved the patron to, then click Exchange Selected
11. Select the Ticketable Event
12. Select Event Instance
13. Select the patron's desired seats, then click Next
This will usually be the original seats they had before you started this process!
14. Select the ticket(s) that need the Discount Code applied, then click Manage Discounts
15. Select a Discount Code or add an Ad-hoc discount
- Select Discount Code: Select from the list of applicable Discount Codes for these tickets
- Ad-hoc: If no Discount Code exists for the amount you want to refund, you can opt to create an Ad-hoc discount to lower the price of the ticket(s)
16. Click Apply Changes
17. Click Next
If your organization has a Default Exchange Fee set, you may need to clear out the Exchange fee field too!
18. Finish the exchange!
- Select Refund Method: Select how you'll refund the patron
- If Credit Card was the original payment method, you'll be able to select Credit Card to refund the amount
- If you have STS Gift Cards set up, you'll be able to refund the amount to a new or existing gift card
- If you select Cash or Check, you'll have the option to Create Reminder Task to remind yourself or someone else to send the patron their money back
- Send Email Confirmation: Keep this checked to send the patron their new tickets
- Submit Exchange
Help; the event I need to partially refund tickets for is sold out!
No need to panic! If the Event Instance, or even the Ticketable Event, that you need to partially refund tickets for is sold out then you'll take mostly the same steps as before, depending on whether the event was General Admission or Reserved Seating.
The difference is that you'll need to exchange into a different Event Instance (or Ticketable Event) and force equal exchange first, then exchange back into the original event and apply the necessary discount.
Put another way: you'll exchange as if the patron were moving to a different event, then exchange those tickets back into the original tickets with a discount applied.